CES
Measuring Customer Effort Score (CES) for Your Business
Track how much effort your customers need to make and why it matters.
What it is
Customer Effort Score
Used to measure the amount of effort a customer has to exert to interact with a company, resolve an issue, or complete a task. The idea is that customers are more loyal to a product or service that is easier to use.
Loyalty that lasts
96% of high-effort customers become disloyal, vs. just 9% of low-effort ones (Gartner).
Your revenue driver
Improving customer experience boosts revenue by up to 7% and profits by 2% (McKinsey & Co).
Value from repeat customers
94% of low-effort customers plan to buy again, and 88% would increase their spending (IBM).
Filum.ai reduces CES through...
24/7 instant, yet thoughtful support
Give fast, smart, and always on-point responses. Immediately.
Automated CES capture
Trigger CES surveys across all touchpoints (app, web, email, etc.) to get feedback at every interaction.
Proactive effort issue prevention
Monitor real-time feedback and triggers automated outreach/issue resolution before effort spikes.
Deep Voice of Customer (VoC) analysis
Analyze feedback by topic and sentiment to quickly spot and fix pain points.
100K+
Conversations supported by Filum.ai
70%
Reduction in feedback handling time
1
4
Start measuring CES today!
Build the foundation for long-term growth.
